Pharmacy visits pilot

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Summary of report content

Healthwatch Lambeth gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Lambeth to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Lambeth visited Pharmacy in June 2015. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Lambeth overall were impressed with the service on offer and confirmed that they would be happy to return to each of the pharmacies for advice and support. One team said: ‘This is what a pharmacy should be like’. One visitor has already taken up the advice they were given to visit their GP about their blood pressure. Others said, ‘The visit has made me feel happier to ask staff questions about my health” and ‘I really enjoyed the visit and chatting to the staff. They were really friendly and answered all my questions.’ In fact, all our visitors told Healthwatch Lambeth that they enjoyed their visits to the six pharmacies and 10 of the 11 experts by experience confirmed that they would like to do more visits to other pharmacies and different local health services. Healthwatch Lambeth recommend all pharmacy staff should undertake learning disability awareness training, such as the session to be developed from this initiative. All pharmacies should have some easy read materials available and ideally, on display, such as those available to download on the Easy Health website. Where pharmacies are close to day centres and other community venues, they should consider building links with these community assets in order to develop the local community’s understanding and use of pharmacy services. Pharmacies should regularly review the physical accessibility of their premises, to identify and remove clutter and maximise opportunities to improve access in the longer term through planned refurbishments. Pharmacies should provide clarity of information about standard charges for health checks.

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General details

Report title 
Pharmacy visits pilot
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Monday, 1 June, 2015
Date evidence capture began 
Monday, 1 June, 2015
Date evidence capture finished 
Monday, 1 June, 2015
Type of report 
Enter and view
Key themes 
Health and safety
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Community pharmacy

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact
Network related impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.